Customer Query Administrator

Our client, a fantastic company with stunning offices in the heart of Cardiff City Centre, is recruiting a Customer Query Administrator to join their friendly and growing team on a permanent basis.

In this exciting and diverse role, you will support the Query Manager with Zendesk triaging initial inbound queries from commercial customers.

This is a varied role, and we are ideally seeking candidates with good experience of dealing with utilities, energy management, administration, and customer contact.

Flexible hours will be between 8:00am - 5:30pm Monday to Friday.

What you'll be doing:

• Triaging of Zendesk Tickets, prioritising and managing the awaiting information.
• Review data omissions within Zendesk and ensure these are completed.
• Resolving less-complex tickets at point of triage to reduce backlog; managing and resolve the query to conclusion.
• For more complex queries; keeping track of information and escalating to the relevant manager.
• Handle various queries via the CRM system Zendesk or via phone, including utility invoice queries and site queries.

What we're looking for:

• Microsoft Excel
• Optima and Zendesk or a similar ticketing software experience.
• Experience in utilities or property management would be great, but not essential.
• Attention to detail and good ability to work under pressure.
• Strong written and verbal communication skills.
• Good mathematical skills and a keen eye for numbers.
• Team player.
• Good telephone manner.

Salary & Benefits:

The salary for this role will depend on experience but will be between 22,500 - 25,000.

Benefits are excellent and include:

• 25 days holidays per year plus bank.
• Hybrid working after training (2 days WHF, 3 days office).
• Company performance bonus.
• Regular pay reviews based on key objectives.
• Employee assistance program including access to mental health and healthcare benefits.
• Regular company awards, events, socials and team building.
• Genuine opportunities for training and career development.
• City centre location with easy access to transport links.